“A shortage of clinicians is fueling the health care crisis in the United States, so to recruit and retain the best talent we use a remote clinician workforce,” Spulak said. CaaS “will empower our remote employees to provide enhanced levels of service to our members, while enabling us to meet security requirements by keeping our call data stored locally.”

Carenet will use CaaS to support more than 250 employees located at its corporate office in San Antonio, in addition to remote staff located throughout the United States. “Delivering a level of service that members will rave about is our number-one goal,” Spulak stated. “Key to achieving this goal is giving our employees tools that enhance members’ experience and that measure member satisfaction in real-time.”

Carenet’s staff guides members through the health care system assisting them with urgent medical needs, treatment decisions, and program and service options available through their health plan/employer.